We are building a modern Service Management capability combining ITIL 4, SRE, automation and operational governance to enable fast, reliable delivery.
This role translates business and technical requirements into practical, end-to-end service designs, creating the models, documentation and readiness evidence needed to ensure services are supportable, resilient, secure and ready to operate from day one.
Working across product, engineering, architecture, security, operations, service management and suppliers, the role facilitates design conversations, identifies gaps early and helps delivery teams achieve service acceptance and operational readiness without unnecessary delay.
- Support the end-to-end design of new IT services and significant changes to existing services across people, process, technology, information and partners.
- Facilitate service design discovery sessions and translate business, customer, technical, security, data, risk and regulatory requirements into clear service design requirements.
- Create and maintain proportionate Service Design Packages, service models, operating models, process flows and supporting design artefacts.
- Define service ownership, support hours, support tiers, roles and responsibilities, escalation paths, on-call arrangements and operational hand-offs.
- Design or document the operational processes needed to support the service, including incident, major incident, request, problem, change, release, knowledge and continual improvement activities.
- Embed availability, capacity, resilience, continuity, performance, security, observability, user experience and supportability requirements into service designs.
- Help define service levels and service health measures, including SLAs, SLOs, SLIs, operational metrics, monitoring, alerting, dashboards and reporting requirements.
- Translate service designs into practical tooling requirements, including service catalogue entries, assignment groups, knowledge, CMDB/CSDM data, service mapping and operational workflows.
- Support the definition and assessment of Service Acceptance Criteria and provide evidence for design assurance, operational readiness and release readiness reviews.
- Identify design gaps, supportability risks, unresolved dependencies and operational constraints; agree owners and track actions through to closure.
- Support service transition activities including knowledge transfer, support-team enablement, communications, operational handover and early-life support.
- Practical experience in IT service management, service design & introduction, service transition, service delivery or IT operations ideally in a regulated, risk-managed or audit-controlled environment.
- Demonstrable experience creating Service Design Packages, service models, support models, process flows, operating procedures and governance documentation.
- ITIL 4 Foundation certification or a higher relevant ITIL 4 qualification with working knowledge of ITIL 4 practices, particularly Service Design, Service Configuration, Incident, Problem, Change Enablement, Release, Knowledge, Service Level and Continual Improvement.
- Experience converting functional and non-functional requirements into supportable operational designs and measurable service outcomes and supporting service acceptance, operational readiness, knowledge transfer, production handover or early-life support.
- Strong documentation, process-mapping, analytical and facilitation skills, with the ability to make complex service arrangements clear and actionable.
- Experience with ServiceNow or a comparable ITSM platform, particularly service catalogue, CMDB, CSDM, service mapping, knowledge or workflow capabilities!
- Understanding of SRE concepts such as SLAs, SLOs, SLIs, error budgets, service health, reliability and observability.
- Experience in DevOps, CI/CD, cloud, SaaS, PaaS, platform engineering or distributed application environments.
- Experience applying automation, AIOps, service intelligence or AI-enabled workflows to improve service management outcomes.
Joining Arm means being part of a world-class team that is high-reaching and determined to achieve outstanding results. You will collaborate with industry leaders and innovators, contributing to flawless service builds that improve our global operations. We provide an encouraging and inclusive environment that encourages continuous learning and professional growth. Your success is our success, and together we can build services that compete on the world stage!
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At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email [email protected]. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Arm’s approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
